Director of Supportability, Data & Analytics

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

The Worldwide Data & AI Supportability Organization is a diverse team of passionate professionals, spread across various geographical locations, and possessing a wide range of technical and managerial expertise. Our Data and AI portfolio includes Data, Analytics, and BI tools that empower our customers and partners to maximize their business value and ROI. Our extensive range of Products/Services comprises Azure Data Products, Power BI, SQL Server, Cognitive Services, AI & IoT, and Microsoft Fabric services.

We are currently looking for a Director of Supportability, Data & Analytics to lead a team of experienced Senior Supportability Program Managers and dedicated Embedded Escalation Engineers (EEEs) with deep technical knowledge on a global scale. This role involves building meaningful relationships with product groups, Enterprise Customer Success teams, and Support Engineering Teams. Our primary objectives are to lead improvements in product quality and supportability, benefiting Microsoft customers and our Delivery/Operations team.

Key areas of focus include reducing incidents, creating valuable assets for customers, enhancing support portals, managing knowledge and content initiatives, and developing tools for Support Engineers worldwide. Additionally, we are committed to implementing automation and AI practices to enhance efficiency and provide insights for product improvement to the Product Group teams.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

Supportability

• Proactively lead support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on the basis of customer feedback gathered from support channels.
• Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to achieve reduction in support volumes
• Utilize AI capabilities for creating automation and streamline manual activities to seek better efficiency.
• Construct an evidence-based business case for significant engineering changes required.
• Direct proactive and predictive measures (auto-healing, deflection, self-service automation), as well as reactive measures (bug fixes)

Beta/Release and Readiness

• Engage early in the Software Development Lifecycle (SDLC) for new products, new feature releases and build knowledge for delivery on upcoming releases. Contribute valuable experience and IP to new service owners on how to design for supportability from day one.
• Lead your team to deliver release roadmaps and build comprehensive views of engineering release pipeline through engagement with the engineering product team. Ensure your beta team works closely with the Deployme